At a Glance
- Tasks: Be the friendly face at Birmingham Airport, helping customers navigate travel challenges.
- Company: Join TUI, a leading travel company focused on exceptional customer experiences.
- Benefits: Enjoy a competitive salary, fantastic holiday perks, and health support.
- Other info: Fixed term role until 31st October 2026 with great career development opportunities.
- Why this job: Make a real difference in travellers' journeys while working in a dynamic environment.
- Qualifications: Customer-focused, calm under pressure, and able to work flexible shifts.
The predicted salary is between 26125 - 26125 € per year.
Join the TUI Customer Experience Airport Representative Team at Birmingham Airport and be the welcoming face our customers rely on during their travel. Whether dealing with disruptions or navigating complex travel protocols, you’ll work closely with our internal teams to ensure a smooth experience for all our customers.
As the first point of contact for customers, you’ll resolve issues on the day of travel, following our customer policies. You’ll work shifts, including weekends, nights, and bank holidays, supporting the Customer Operations Team and upholding the TUI brand. Shifts can be up to 12 hours and vary with the flight schedule. You may assist at nearby airports or support customers in other business areas. This role is fixed term until the 31st October 2026.
About the job:
- Working on a shift basis, responsible for supporting our customers face to face at UK airports with any on the day disruption which may include but isn’t limited to, queue management, frequently changing travel protocols, entry requirements, flight delays, irregular & standard disruption, events, issues, incidents, and crisis situations.
- Deliver exceptional face‑to‑face support to customers at our airports, including in times of operational disruption.
- Quickly assess and address individual customer needs with tailored solutions, escalating to the Customer Experience Airport Management team for support where required.
- Work closely with internal teams to ensure a smooth and seamless customer journey – helping to ensure we are offering solutions which are balanced with both the customer and business in mind.
- Maintain accurate logs of daily events impacting customers, completing handovers and participating in shift briefings.
About you:
- Able to work days, nights, weekends, bank holidays, and shifts lasting up to 12 hours.
- Customer‑focused with a passion for travel and excellent service.
- Calm under pressure, able to handle difficult conversations, and thrive in high‑pressure environments by making informed decisions quickly.
- Strong written communication skills and attention to detail.
- Effective collaborator with the ability to work independently and escalate issues appropriately.
- Confident with technology and using systems to support development and customer service.
- Fluent in English, both spoken and written.
- Able to obtain a full and valid Airside ID, requiring a UK Disclosure Barring Service check.
- Must be 18 years of age before the start date.
- Able to travel to and from the airport on a 24‑hour basis.
We are committed to supporting candidates with disabilities and impairments so if you require any support, please do let us know.
Airport Representative in Birmingham employer: TUI Cruises GmbH
TUI is an exceptional employer, offering a dynamic work environment at Birmingham Airport where you can thrive in a customer-focused role. With fantastic holiday benefits, health and wellbeing support, and opportunities for career growth, TUI fosters a collaborative culture that values each employee's contribution. Join us to be part of a team that prioritises both customer satisfaction and employee development, ensuring a rewarding experience in the travel industry.
StudySmarter Expert Advice🤫
We think this is how you could land Airport Representative in Birmingham
✨Tip Number 1
Network like a pro! Reach out to friends, family, or even acquaintances who work in the travel industry. They might have insider info on job openings or can put in a good word for you. Remember, it’s all about who you know!
✨Tip Number 2
Practice your pitch! When you get the chance to meet potential employers, be ready to introduce yourself confidently. Share your passion for customer service and travel, and don’t forget to mention how you can handle high-pressure situations like a champ.
✨Tip Number 3
Stay flexible with your availability. Since this role involves shifts, showing that you’re open to working nights, weekends, and holidays can really set you apart. It shows commitment and readiness to jump in when needed!
✨Tip Number 4
Apply through our website! We love seeing applications come directly from candidates who are excited about joining us. Plus, it gives you a chance to showcase your enthusiasm for the role right from the start!
We think you need these skills to ace Airport Representative in Birmingham
Some tips for your application 🫡
Show Your Customer Focus:Make sure to highlight your passion for customer service in your application. We want to see how you’ve gone above and beyond to help customers in the past, especially in high-pressure situations.
Tailor Your Application:Don’t just send a generic application! Take the time to tailor your CV and cover letter to reflect the specific skills and experiences that match the Airport Representative role. We love seeing candidates who take this extra step.
Be Clear and Concise:When writing your application, keep it clear and to the point. We appreciate strong written communication skills, so make sure your application is well-structured and free of jargon. Show us you can communicate effectively!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, you’ll find all the details you need about the role right there!
How to prepare for a job interview at TUI Cruises GmbH
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the Airport Representative role. Familiarise yourself with the key responsibilities, such as handling disruptions and providing face-to-face support. This will help you answer questions confidently and show that you're genuinely interested in the position.
✨Showcase Your Customer Service Skills
Since this role is all about customer interaction, prepare examples of how you've provided excellent service in the past. Think of situations where you resolved issues or helped customers in challenging circumstances. This will demonstrate your ability to stay calm under pressure and your passion for helping others.
✨Be Ready for Scenario Questions
Expect to be asked how you would handle specific situations, like flight delays or difficult conversations with customers. Practise your responses to these scenarios, focusing on your problem-solving skills and ability to think on your feet. This will show that you're prepared for the fast-paced environment of an airport.
✨Ask Insightful Questions
At the end of the interview, have a few thoughtful questions ready to ask the interviewer. Inquire about team dynamics, training opportunities, or how they handle peak travel times. This not only shows your interest in the role but also helps you gauge if the company culture aligns with your values.
